Bring Your Ideas to Life

Effective date: 1 August 2026 Last updated: 1 August 2026

This policy applies to products purchased directly from CRX3D PTY LTD, trading as CRX3D (“CRX3D”, “we”, “us” or “our”).

CRX3D is a South African retailer of 3D printers, filament, resin, accessories, spare parts and related products.

This policy must be read with our Terms and Conditions. Nothing in this policy limits a right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or other applicable law.

1. How to request a return

Before returning a product, contact CRX3D at:

Telephone / WhatsApp: 073 4995 365

Please include your order number, product details, the reason for the return, proof of purchase, and clear photographs or video where relevant.

Do not send a product back without CRX3D’s written return instructions. This helps us identify the correct return route, particularly for printers, bulky equipment, resin and other products requiring special handling.

2. Delivery, transit risk and parcel acceptance

CRX3D uses The Courier Guy as an independent third-party courier for deliveries.

Until you or an authorised recipient accepts delivery, the parcel and its contents remain at CRX3D’s risk. If a parcel is lost or damaged in transit before delivery is accepted, contact CRX3D as soon as reasonably possible. CRX3D will assess the claim and, where appropriate, arrange the remedy required by applicable law while pursuing the courier or insurer separately.

When the courier arrives, you should inspect the outer packaging before accepting the parcel. If packaging is visibly damaged, tampered with, wet, crushed or opened, please:

• refuse delivery where practical; or

• record the damage clearly with the courier at delivery; and

• contact CRX3D immediately with photographs, your order number and the waybill number.

Once you or an authorised recipient has accepted delivery, CRX3D is not liable for loss, damage or courier-related conduct occurring after acceptance. This includes damage caused by handling after delivery, theft after delivery, incorrect delivery details supplied by you, an authorised recipient’s actions, or storage, installation, modification or use of the product after delivery.

For post-acceptance courier-related claims, including the conduct of a courier employee or damage occurring after delivery, you must raise the matter directly with The Courier Guy using the contact details in Section 3. This does not prevent you from bringing a valid claim to CRX3D where the product was defective, unsafe, incorrectly supplied, materially not as described, or where applicable law gives you a remedy despite the damage only becoming apparent after delivery.

3. The Courier Guy contact details

For claims relating to post-acceptance delivery conduct, delivery enquiries or courier-related damage after delivery, contact:

The Courier Guy

Telephone: 010 222 2300

Email: support@thecourierguy.co.za

WhatsApp: 082 823 3254

Website: https://thecourierguy.co.za/contact-us/

Parcel tracking: https://thecourierguy.co.za/tracking/

Please provide your waybill number, delivery address, photographs or video, and a clear description of the issue.

4. Incorrect, missing or visibly damaged orders

If CRX3D supplied the wrong product, omitted an item, or goods were visibly damaged before delivery was accepted, contact us as soon as reasonably possible. Please retain the product, packaging, accessories and delivery documentation until CRX3D provides instructions. Keeping packaging assists with a courier claim but does not remove any statutory consumer rights. Where CRX3D is responsible, we will provide the remedy required by applicable law, which may include collection, replacement, repair, credit or refund.

5. Online cancellation

Where ECTA applies, you may cancel an online purchase without giving a reason or paying a penalty by notifying CRX3D in writing within seven calendar days after receiving the goods.

For a valid ECTA cancellation:

• you must notify CRX3D in writing within the seven-day period;

• goods must be returned safely and in a condition reasonably consistent with inspection;

• you are responsible for the direct cost of returning the goods, unless CRX3D agrees otherwise or the law requires CRX3D to carry the cost; and

• CRX3D will refund the amount paid within the period required by law.

This statutory cancellation right does not apply to transactions expressly excluded by law, including goods made to your specifications or clearly personalised. It does not remove rights relating to defective, unsafe, incorrect or non-compliant goods.

6. Change-of-mind returns

CRX3D does not offer a separate voluntary change-of-mind return right beyond rights required by law, unless a product listing or written promotion expressly says otherwise. Where CRX3D approves a discretionary return outside statutory rights, the product must ordinarily be unused, undamaged, complete and returned with its accessories and original packaging where reasonably possible. Customised, special-order, activated, altered, used, incomplete or damaged goods may be excluded from discretionary returns where legally permitted.

7. Defective, unsafe or poor-quality goods

Under the CPA, goods supplied to a consumer carry an implied warranty of quality. If goods fail to meet the CPA’s quality, safety, durability or suitability requirements within one months after delivery, you may return them to CRX3D without penalty and at CRX3D’s risk and expense. Subject to the CPA, you may choose whether CRX3D should repair, replace or refund the price paid for qualifying failed, unsafe or defective goods. CRX3D may reasonably inspect or arrange an assessment of a product to determine the cause of the fault and the appropriate remedy. This does not remove your statutory rights.

8. Manufacturer warranties

Some products may include a manufacturer’s warranty. A manufacturer warranty is additional to, and does not replace, statutory consumer rights. Warranty claims may be affected where a product has been damaged through misuse, accident, unauthorised modification or repair, improper installation, use outside manufacturer instructions, unsuitable consumables or accessories, power-related damage, environmental damage or ordinary wear and tear. These limitations apply only where legally valid and supported by the facts of the claim.

9. Resin, consumables and special handling

Resin and other consumables must be returned unopened, securely sealed and safely packaged unless CRX3D gives different written instructions. Do not courier leaking, damaged or contaminated resin or chemicals without contacting CRX3D first. We may require photographs and provide safe handling instructions. Opened, used or depleted consumables may affect a change-of-mind return. They do not automatically remove your rights where a product is defective, unsafe, incorrectly supplied or otherwise fails to meet legal requirements.

10. Refunds and return costs

CRX3D will bear reasonable return or collection costs where required by law, including where CRX3D supplied the wrong product or goods are defective, unsafe or non-compliant with the CPA. For valid ECTA cancellations and discretionary returns, the customer is responsible for the direct return cost unless CRX3D confirms otherwise in writing. Approved refunds will be paid through the original payment method where reasonably possible, unless another method is agreed or required by law. Refunds will be processed within the period required by applicable law. Delivery charges, installation charges or service charges are refundable only where required by law or where CRX3D agrees in writing.

11. Contact and complaints

For return, refund or warranty assistance, contact:

CRX3D Returns Team

Email: info@crx3d.co.za

Telephone / WhatsApp: 073 4995 365

If we cannot resolve your concern, you may pursue any remedy available under South African law.